Conditions

Conditions allow to manage the call flow, playing for example a different messages or routing the call based on hours, or days, or calling party. Conditions can also apply to extension state or user input.

There are several type of conditions:

Weektime a complete week planner allows to easily identify in which day/hour to trigger the destination.

Calendar a complete calendar with dates

Hours specifies distinct hours range

Caller ID the routing decision is made using the Caller ID of the call. For example, allowing coworkers calling the main number to reach directly the support staff without waiting in the Queue.

Weekday allows to route calls based on the day of the week

Date permits to route the calls based on specified dates. A date, like Christmas, can be made “recurring”, so it will trigger every day, regardless the year.

Extension Status the routing decision is made based on the status of an extension. This condition is really powerful when connected to the custom setting of extension status or a Flow/Variable.

Multiple Extension Status permits to check if any or all of your extensions are online/offline or in use, useful to route calls automatically on the backup number in case the internet connection for a client is offline

For every type of condition you have two destinations, "when matches" and "when NOT matches"

You can create condition by clicking New Condition button. Select the type as per your requirement, By default we use Week time where you need to add the time frame for your office hours as shown in diagram.

If the time match then destination match field will be followed. You need to select the destination from the drop down list.

If the time does not match then destination not match field will be followed. You need to select the destination from the drop down list.